The World Has Changed. Have You? — A New Paradigm For Customer Service Management By Dr. Vijay Mehrotra, Decision Sciences Department in the College of Business at San Francisco State University

With more customer-facing channels to manage, growing customer expectations and increasing competitive pressures, delivering quality customer service is more complex than ever. Companies that have adjusted to this changing environment are now achieving important results, including significantly lower operating costs and visibly higher customer loyalty rates. Submitted by The Bateman Group